New phone passphrase

Our office recently downloaded Guardian for Thomson Reuters apps that we use. Set up was very easy. I had no issues helping anyone set it up.

I have one user who got a new phone and it is asking for a passphrase. The thing is that we never set up a passphrase.

I have deleted the app and redownloaded it to try to set it up as a new app. Still no luck. The phone is an android phone and I have a feeling that it is being synced with her cloud as an app that was used before. Can someone guide me on how to have a completely fresh install of the app? TIA

Hi @zakir.seyar,

Welcome to the Auth0 Community!

Make sure you are deleting any cached files with the app.

Here’s a reference: Uninstalling apps: delete cache & data - Android Community.

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This is perfect!! Thank you so much!

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No problem! Happy to help!

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